SDAccountAdmin Role
Hi everybody, I am looking for the ideal role to give to one of our staff. I have allowed SDAccountAdmin(Provides full control to his/her associated accounts) for him, which means he can create the technicians. The problem is that when creating the technician, he can not create a logon account for the technician. We want him to be able to create a login account for technicians in the Account associated with him. Solution to this idea? Thanks !
how to move a request to another account?
how to move a request to another account?
Modify existing scheduled report
I'm trying to modify an existing scheduled report which is being emailed to someone who no longer works here but I can't seem to find this feature. Any help is appreciated.
Active Directory Import missing 1 employee
We have one user (that we know of) that is not being imported in via the Active Directory import. I can see this user inside the OU that we are pulling. Is there a way to troubleshoot this? I do not see anything on the system log viewer that would indicate why this user is not being imported. Thanks!
additional field limit
I would like to know if its possible to remove (editiong some file) the limit of 50 additional fields Thanks
ServiceDesk Plus MSP - version 9.4 - Build - 9410 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9410. Please refer the Migration path table available here and upgrade to our latest build 9410. Few Major features available are as follows : Integration with Salesforce CRM Associate multiple contracts with an account. Create prepaid service plans. Account Tab is introduced newly near Admin tab to Configure and track account details effectively. Option to disable survey filling through non-login URL using query. Share MSP assets
System Log Viewer: Error JOB_SCHEDULER MailNotificationJobExecutor
Any help on this? have few of this errors. additional information, TLS is disabled on outgoing mail, the email from sdp is whitelisted on exchange. System Log Viewer: Error JOB_SCHEDULER MailNotificationJobExecutor System JobExecutionFailure: jobId:1098806; ErrorMessage: java.util.concurrent.TimeoutException; JobInfoObject: {"errorInfo":[null],"jobId":[1098806],"jobInput":["{\"ENTITY_ID\":135372,\"NOTIFY_TYPE\":\"EmailCCUsers_ReqClosed\",\"LOGGED_IN_USER_ID\":28561,\"ENTITY_NAME\":\"WORKORDER\",\"NOTIFY_FROM\":\"WORKORDERUTIL\",\"LOGGED_IN_USER_CREDENTIAL_JSON\":{\"LOGIN_DOMAIN\":\"-\",\"LOGIN_NAME\":\"it-aia\"}}"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"moduleName":["MAIL_NOTIFICATION_JOB"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@14cbf82a"]}
Tickets Logged between certain times
Hi, I'm looking to create a report that can be scheduled that will show the tickets logged between a specific time period, for example all tickets logged between 8:00 and 17:00 for the month. Is anyone able to provide me with a query that would provide this? Thanks Rory
Technician can not change request or inciden status
Dear colleagues, good afternoon. Tell me please, is it necessary to add any special role for technicians in order to enable technicians to change statuses from "Open" to "Resolved"? Currently, technicians do not have the ability to change the status, the screenshots are below: https://www.screencast.com/t/YYDd4pyv https://www.screencast.com/t/whIgSN4IS8sN An account from screenshots is in a technician group. Likewise, there is no action, when the technician press "work log timer" button. Screenshot
Query Report
I need some assistance creating a Query Report it will need to contain the following: Request ID Requester Category Subcategory Group Technician description resolution Created Time Completed time Is is possible to do it for a specific site only as well?
Notification to requester not working
Hello, I'm currently testing the solution for my company and I have this issue: - When a requester open a ticket he doesn't receive any notification by email. - The option "Send notification to requester" is active inside my notification rules - This functionality is mandatory for me. Do I only have to active the option ? Did I miss something ? Thanks :)
Enconding error at chat applet.
Good day everyone. The problem with making tickets through the chat. We have the main encoding in the application - Cyrillic. When making a request, the wrong encoding is displayed in the template selection window. The screenshot is here: https://www.screencast.com/t/9ocN2OklElG SDP Version SME 9.4 Build 9409 Add info: There is no problem with creating a new ticket by the requester (link). Problem is when a technician close chat and trying to create a ticket.
Overtime
Hello, our operation time is: Mon - Fri 09 - 18 when ticket opened at 16:00 and resolved at 19:00 .. the elapsed time would be 2 hours according to the operation time CMIIW is it possible to have an additional field like overtime? so in this case, the result would be: elapsted time = 2 hours overtime = 1 hour(s) need help thanks Don
Menu Buttons
Hi, When we have open incidents and we want to add notes, we see above the incident number some buttons like "Edit/Close/Assign/Actions/Reply/ etc" We would like to have a button/option which is ADD NOTES. which is now located at Actions. Is that possible to create it or isnt it? Now i have to navigate through the action options to get there and it would be easier to add the ADD NOTES button. See attachment. Like to hear from you if it's possible and if yes how to? Thanks. Kind Regards
Only Append E-mail Body Above a Line into Incident Conversation History
Is is possible to have ServiceDesk ignore everything below a designated line? Example: ================ Requestor's reply text to import into Incident -----------Please Reply Above This Line----------- All other text to be ignored. =================== Some of our techs are having problems following the e-mail threads and suggested this as a possible solution to their issues. Currently the techs are replying by e-mail to the Request assignment e-mail and the entire body of the e-mail is appended to
files in wal_archive golder.
Hello, There are so many files under wal_arcihe log and total size is 45 GB. Is there any way to delete that files. PS:I tried the solution in below link , but it did not solve the problem, sdp services has not started after that solution. https://pitstop.manageengine.com/portal/community/topic/excessive-files-in-wal-archive-folder-in-sdp regards, Ertan
Missing chat. "Create new ticket" feature do not work
Hello everyone. We had installed a trial instance of SD MSP, version 9.4 b9409. In "missing chat page" we have some missing request. When administrator or technician press "create new ticket" button - there are no activities from the system. Video example is here: https://www.screencast.com/t/IE6Y5OhMz (for viewing needs an adobe flash player) We have been trying to test this feature at different browsers (chrome, IE, Firefox), but the result is the same. AdBlockers and pop-up blocker software are
questions about billing
I understand that there are 3 types of plan (per hour, per request or fixed), and this plan is attach to account using contract billing. but I have lot of questions: is this only for ticket closed? also open? (if per hour plan). does it count the real open-close time or the worklog time? is there is no worklog added? does it count the open or the close date to check if the ticket is considered? when does the bill cycle start: year calendar or start date? (example halfyear) what's going on with the
How to associate multiple incidents to a problem record
Hi I am trying to use your Problem Management for the first time. I am unable to link incidents from multiple different customers to a single problem record. How would I do this for multiple customers? So for example if we had a Data Center issue and multiple customers opened an incident ticket - how do I tag all the incidents to a single problem record? Having a separate problem record for each customer defeats the purpose of Problem Management. I am hoping I am missing something here.
Change time of permanence of deleted request in the trash.
Is it possible to change the time spent for deleted requests that go to the trash? Currently when deleting a request, it is available in the bin for restoration, for only 24 hours. Is there any way to increase this time? Although by manipulation in the database.
Self-Service password reset broken
Hello, im running into an issue with a new deployment of SerivceDesk Plus MSP. When a user requests a forgotten password reset link, the url that's being sent out is being prefixed with "https://http://". This is only happening with the password reset module, dynamic links in notification emails aren't affected by this. I also would like to know where this template is stored so I can edit the wording. Here is a copy of a reset I ran for my test user: Dear John Doe, To reset the password for
network remote support
For internet remote assistance, MSP use zoho Assist with a 1 concurrent free sessions. for more need to pay a license. for Network MSP use zoho meeting. Is this no limit concurrent for free or how is it? Thanks
Field Form Rule Script - Only execute if all mandatory fields are entered
Is there a way to check if all mandatory fields are completed without checking each field individually? I have a Field Form Rule script that executes on create and adds text in the description field. Currently, if the user missed a mandatory field and clicked Submit, the field form rule runs, then notifies the user that they missed a field. Then when they update the field and click submit again, the additional text is added a second time. I only want this text to be added once. Is there a way to
Account Documentation
Is there any feature that I'm overlooking that allows technicians to save documentation for accounts or sites? It would be nice if a tech is working a request that they could just click over to the documentation for that account or site and view things like IP addresses of key pieces of equipment, server OS versions info, usernames, passwords, etc. Right now we document that stuff separately, but having it built into the Service Desk seems like it would simplify things.
Automatic convertion request to change?
Is it possible to convert an incident or request to a change through a workflow automatically. Why? We get some calls to us about stuff that is not within our services and we need them to automatically reform into changes as our Servicedesk is not aware of every service we provide and not. When they create new requests and tickets they do not know if the ticket should be within the supported area or not and we don't require that from them either. It is not in their duty to know. Because of this we
Need help with 2 things
Hi I need help with the following: 1) Add an automated email alert for P1 tickets. This needs to fire if a ticket is created as a P1 or if priority is changed to P1. Alert should only fire one time. I created a Business Rule that fires on create or edit. Problem is that it fires every time the ticket is updated. 2) We have a Status called On Hold - Customer Working. I would like to have this status changed to In Progress if the customer sends in a response. This would only fire if the current status
incoming email match order
I would like to know the order to match the incoming email to create a new ticket. Is this the order? "requester email" account - "To domian" configured in account - "From domain" config in account Thanks
Form Navigation Buttons
Hi Is there a way of adding form navigation buttons in a service catalog resources? Scenario: I potentially have a number of resources within a request form. Rather than having, say, 20 resources in a long list, I'd like to be able to add a "Previous" & "Next" button (or link) to step through the resources making each visible or hidden as they move through. Has anyone tried something similar? Thanks Mark
Start Mail fletching automatic
hi, how can I start mail fletching automatic in MSP without having to go in menu et start it manually? Script? Thks
Increase log size limit
I would like to know if its possible to increase the size limit of the log (serverout), because I have high log rotation (every 30min aprox). Every time i would like to troubleshoot a problem, its always late to check the log...
Report including deleted requests
When I use the report module, does it exclude all deleted requests by default or are they included. I have chosen the following columns - Account - Overdue Status - Request status - Request mode - Request type I filter requests by "Created time", however, it seems as if deleted requests are excluded, is it so? If yes, can I include them? ServiceDesk Plus MSP 9407 MSSQL
Change Module in SDP Non-Login URL is not working without credentials..
How to user the Non-Login URL for approving changes, as the Non-Login url sent by mail is asking for credentials. Also is there a way to use mobile app for approving changes for the Managers. Version : 9.4 Build 9406 Database is MS SQL
Service Catalog Bug - Decimal Field accepts alpha characters.
SDP's decimal field implementation does not limit the field to integers or decimals. On the screenshot below, the user can enter characters - 'A'. It looks like a bug or release quality problem to me.
Additional Fields on Account Tab Missing
Hi we added several addition Account fields when we went live with MSP. I have recently noticed that this information is no longer listed on the Account tab in a ticket. It just displays the following: Additional Fields Additional fields not available
Daylight saving trouble
Hi, I'm having trouble with daylight saving time in Brazil. Although the Windows server is at the correct time, the MSP SDP is displaying the wrong time, as if daylight saving time was already running. The fact is that the Brazilian government canceled the daylight saving time change, which would occur yesterday. Although the Windows Server has been fixed for this, the MSP SDP has not accompanied the operating system. Does anyone have an idea of how I can even manually set the time for the MSP
Filter task with Yes on Requires on-site visit
Is this a design flaw? There is no option to filter the Requires on-site visit column.
Rules does not after form submission(Emergency)
Dear Sir, Rules does not work after submit a form. All fields are displayed after Submitting the form, even the fields that were hidden under the rules. Technicians see a lot of fields that should not be seen. Some of them are required while they are not in the form based on written rules. This is very important problem and Technicians are confused. Please advise me to resolve this problem Regards GG
Send reminder from a ticket
Is there a way a tech can schedule a reminder to do some activity and have that be sent to them? I see there is a way to create a reminder but you need to go back into the ticket and read that reminder. Don't see the point of that. If you are already looking at the ticket you don't need the reminder.
Service Catalog - How to check if there is an attachment?
Can anyone help with a Field and Form rule that allows me to verify if there is an attachment on the Service Catalog - Request Template On Create? This will hep us ensure that required file attachments are added before submitting the ticket: Attach external approvals Attach design files
Associated PO does not appear on Requester Ticket Details View
The Purchase Details of a Request ID does not show PO status when viewed as Requester. However, the Purchase Details are visible when viewing as technician. Requester View Technician View:
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